Agent workspace
Work the live-support queue and reply to customers from the two screens designed for human agents.
The agent workspace is where you live when you're on shift. There are two screens — the Queue for chats waiting to be picked up, and My conversations for chats you're actively handling. This page walks through both and the action bar that ties them together.
Queue
Go to Live Support → Queue to see every conversation waiting on a human. The queue is shared across your department, so anything you see is fair game for any teammate to take.
Each row shows:
| Column | What it tells you |
|---|---|
| Preview | The first message or two from the customer. |
| Customer | Name (if known) and email. |
| Wait time | How long they've been waiting. |
| Priority | High, normal, or low, based on rules or manual setting. |
You have three actions per row.
Accept assignment
The conversation was routed to you specifically. Click Accept to take it.
Decline
You can't take this one right now. It goes back to the pool for someone else.
Take over
The chat is unassigned and you want to claim it. Take over moves it straight into your conversations.
The queue updates in real time, so a new high-priority chat will appear at the top without you doing anything.
My conversations
Go to Live Support → My conversations for the chats you're currently handling. The screen splits into three panes:
- A list of your active chats on the left
- The live thread in the middle
- The customer context sidebar on the right
The middle pane is a real chat interface — type a message, hit send, see the customer's typing indicator. The sidebar mirrors what you'd see on the conversation detail page: customer info, widget, page URL, language, sentiment, and any notes or tags.
The action bar
Above the message composer is the action bar — the controls you'll use most often.
| Action | When to use it |
|---|---|
| Send message | The default — reply to the customer. |
| Add note | Leave internal context only your team can see. |
| Tag | Categorize the chat without leaving the screen. |
| Set priority | Bump the chat up or down. |
| Transfer | Move to another agent or department. |
| Release | Put it back in the queue for someone else. |
| End conversation | Wrap up and trigger the feedback prompt. |
When you transfer, leave a quick note explaining context first. The receiving agent picks the chat up cold otherwise.
Typing indicators
When you start typing in the composer, the customer sees "agent is typing" in the widget. The reverse is true too — you'll see a typing indicator above the composer when the customer is composing their reply. Both indicators are real-time and clear after a few seconds of no typing.
Canned responses
Inside the composer you can insert a canned response with a slash command. Start typing / and the keyword for the response — for example /greeting — and it expands inline. You can still edit before sending. See Canned responses for managing your library.
Voice calls
If the customer started a voice call instead of a text chat, the conversation appears in your queue with a phone icon. Click Join to enter the call as a third participant alongside the customer and the AI. The full flow is in Voice calls.